VP, Customer Care, Consumer Electronics
Core
Owns end-to-end customer service experience for 1.1M consumer electronics homes annually, managing strategy, network operations, and AI integration across a global BPO network.
Role type
VP, Customer Care (Consumer Electronics)
Builds
World-class service delivery network, AI-driven care solutions, and expanded repair offerings across all channels.
Domain
Consumer Electronics / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Service industry leadership, repair network management, contract negotiation, supply chain management, budgeting, strategic planning, team leadership, escalation management, product quality oversight.
Preferred skills
AI solution implementation, B2B partner relationship management, new product introduction readiness.
Technologies
AI solutions, BPO management systems
Responsibilities
Manage merit, MBO, promotion, hiring, and organization enhancement for the entire CE Care organization; Drive AI solutions through internal and external partners; Manage Engineering and Quality teams to drive product and repair quality; Act as escalation point for Retailers, B2B Customers, and Sales teams; Develop and lead long-range strategies for CE Care including Repair Network and Partner strategy.
Seniority
Executive (VP), Strategy & Mentorship